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Anonymous
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Can't Unlock iPhone 5s?

I filled out the form to unlock my iphone 5s and then I got an email stating: 

 

Thank you for your unlatching request.

I'm sorry, we have not been able to unlatch your device at this time.
The reason given is:

You have not passed our security checks with the information that you
have provided. Kindly check that you have provided the correct
information.

 

So now what do I do?! How do I unlock my phone?? And why won't 02 unlock it for me?! I don't understand...

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Posts: 105,683
Topics: 554
Solutions: 13,879
Registered: ‎04-04-2012

Re: Can't Unlock iPhone 5s?

It says why - you failed the security checks, so you entered the wrong password of something like that.
Call cs and they can verify you in different ways.
http://www.o2.co.uk/contactus
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Posts: 90,871
Topics: 746
Registered: ‎14-01-2013

Re: Can't Unlock iPhone 5s?

Hi @Anonymous

Two  things

1) Is it an O2 phone?

2) Is it actually already unlocked?

*The Game Is On*

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Posts: 105,683
Topics: 554
Solutions: 13,879
Registered: ‎04-04-2012

Re: Can't Unlock iPhone 5s?

Have a read through my unlocking post here too as you might be able to do it in your MyO2 http://community.o2.co.uk/t5/Other-Products-and-Services/Unlocking-an-O2-phone-to-use-a-different-SI...
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Anonymous
Posts: 0

Re: Can't Unlock iPhone 5s?

Huh??? No, my password is perfectly fine. This is just ridiculous.

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Posts: 105,683
Topics: 554
Solutions: 13,879
Registered: ‎04-04-2012

Re: Can't Unlock iPhone 5s?

It's not your o2 log in password - you have a separate security question that you set up at start of your contract.
Mothers maiden name or name of first school etc.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Anonymous
Posts: 0

Re: Can't Unlock iPhone 5s?

I don't have a contract. I'm on PAYG. I've put £30 onto my account. I wasted so much time and money. This is a joke. And guess what? There's a 15 min wait for customer service clowns to sort this mess out. Great!

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Posts: 105,683
Topics: 554
Solutions: 13,879
Registered: ‎04-04-2012

Re: Can't Unlock iPhone 5s?

15 mins is good compared to late.
Stay on the line and cs will sort it for you.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Posts: 90,871
Topics: 746
Registered: ‎14-01-2013

Re: Can't Unlock iPhone 5s?

If it's PAYG I will ask again.Are you sure it's actually locked?. Try another sim in it to check

*The Game Is On*

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Posts: 105,683
Topics: 554
Solutions: 13,879
Registered: ‎04-04-2012

Re: Can't Unlock iPhone 5s?


@Cleoriff wrote:

If it's PAYG I will ask again.Are you sure it's actually locked?. Try another sim in it to check


Depends where the phone was originally purchased from.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)